Good afternoon, thanks for calling, you're through to [name]. Can I take your name please?
Mktg Yes. [Provides name.]
Asda Hi [name]. How can I help you today?
Mktg Someone was telling me about something called 'Aisle Spy'. I shop in Asda and I just wanted some information on what it was.
Asda On what, sorry?
Mktg Aisle Spy. I think it's cameras in-store, or something.
Asda Aisle Spy?
Mktg Yes.
Asda What is this, a product?
Mktg No, it's to do with in-store cameras, I think.
Asda It's what?
Mktg In-store cameras, webcams, something like that.
Asda Oh right. Let me see if I can get more information. Are you OK to hold?
Mktg Yes. [Put on hold.]
Asda Hi [name]. Sorry about the wait, I was trying to get as much information as possible. The webcams aren't actually in stores. They are at three of our locations, which are a dairy farm, a carrot factory and here at our head office, Asda House. It's streaming live footage. I don't know what it's for really.
Mktg And you can look at it?
Asda Yes, online on the website.
Mktg What's it for?
Asda Let me just ask about that.
Mktg Thanks. [Put on hold.]
Asda Hi. I've just spoken to my manager who said it's a type of advertising to show that we're not hiding anything. So you can look at the head office and also see things being produced.
Mktg Is it because of that chicken incident a couple of weeks ago? The chicken-licking incident?
Asda I'm not too sure. It could be related, but it's not in-store.
Mktg What's the website?
Asda It's Asda.com.
Mktg Thanks.
Asda No problem. Bye.
Verdict
I was quite surprised that, despite a big announcement from Andy Bond, Asda's chief executive, information about the initiative had not filtered through to call centre staff. The call-handler had to ask his manager for the relevant information, as he seemed totally perplexed about what I was referring to at the start of the call.
Score
2/10